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App loses connection to devices when logged in!

  • 10 December 2022
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44 replies

Ken_Griffiths

In response to Airgetlam a big part of my frustration is that I spent half a day with Sonos Support (Chat and telephone) and was not able to resolve the matter. 

Another aspect of this process that I found confusing was that during the process of testing and generating logs the tele-tech commented that my App was connected at the same time as my App was saying that it could not find my sonos device. Perhaps there is a lag factor involved?

We tested the connection several times over an hour or so because switching power to the Beam off and on again resulted in loss of connection between the App and the beam. This I think lead the tech to conclude that my WiFi signal was intermittant although later testing with a WiFi analysis app showed no sign of signal intermittance. I was left with the feeling that the logs did not reflect the actual situation. It also occured to me that the Beam needed another Sonos device to create the Sonos net effectively. However I note from other reports that multi-device setups are having similar issues.

The impression left with me by the tech was to connect to a 5gh WiFi signal or an ethernet cable and my problem will be solved. It would be helpful to hear from anyone whether this possible solution has been tried and proven.

My setup is an Optus 2nd gen dual band Router connected to NBN via fibre to the kerb. It is in a room adjacent to the loungeroom where my Beam is with the smart TV. The connection to the TV is via ARC HDMI and works fine as far as volume is concerned. Being able to adjust quaility via the App is problematic as explained above.

Thanks to all for their input.

Seems like one, or two, are experiencing this issue, looking through the thread here - I guess the reasons for it happening can be many. However, I’m just wondering if anyone has (yet) tried switching their Sonos system between a WiFi and SonosNet connection (or vice versa) just to see if that (perhaps) makes any difference to the issue they’re seeing🤔?

Note, after switching between the connection types, it pays to reboot all devices …and if moving from SonosNet to WiFi, to also first ensure the correct local wireless network credentials are stored on all devices and showing in the Sonos App network settings.

I’m just wondering if the connection-change mentioned might resolve the disappearing device issue.

Here is a helpful support page if anyone who still has this issue, would like to try it out.

https://support.sonos.com/en-us/article/switch-sonos-between-a-wireless-and-wired-setup

Note: The above is just a suggestion and I’m not sure if it will work, but certainly something I would have tried myself, if I had experienced the same issue with my own setup.

R
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My arc is hard wired. No difference. Also spent a huge amount of time with support figuring out if my local network was the issue. I think they have a script to go through so I don’t blame them but it is frustrating. I drew the line at “why don’t you wire the arc directly to the router (as opposed to through a dumb switch)” and “why don’t you completely switch wifi network” (in my case network topology would not have changed). I am hopeful that I am now at the point where they understand that it is not a LAN problem but more something to do with how the devices register remotely. I did muck around with vpn (I have a whole house vpn on the router) and diversion (DNS based ad blocker since it blocks the Sonos products from phoning home) but no change. I am fairly sure it is something they changed on their end (it worked fine before) and we just have to wade through the “is it plugged in” type of questions before we get to actual solutions. Definitely frustrating. 

N
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In response to Airgetlam a big part of my frustration is that I spent half a day with Sonos Support (Chat and telephone) and was not able to resolve the matter. 

Another aspect of this process that I found confusing was that during the process of testing and generating logs the tele-tech commented that my App was connected at the same time as my App was saying that it could not find my sonos device. Perhaps there is a lag factor involved?

We tested the connection several times over an hour or so because switching power to the Beam off and on again resulted in loss of connection between the App and the beam. This I think lead the tech to conclude that my WiFi signal was intermittant although later testing with a WiFi analysis app showed no sign of signal intermittance. I was left with the feeling that the logs did not reflect the actual situation. It also occured to me that the Beam needed another Sonos device to create the Sonos net effectively. However I note from other reports that multi-device setups are having similar issues.

The impression left with me by the tech was to connect to a 5gh WiFi signal or an ethernet cable and my problem will be solved. It would be helpful to hear from anyone whether this possible solution has been tried and proven.

My setup is an Optus 2nd gen dual band Router connected to NBN via fibre to the kerb. It is in a room adjacent to the loungeroom where my Beam is with the smart TV. The connection to the TV is via ARC HDMI and works fine as far as volume is concerned. Being able to adjust quaility via the App is problematic as explained above.

Thanks to all for their input.

Airgetlam

Glad to hear at least one person is providing them hard data to look at. 

Bruce
R
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@Airgetlam : definitely called support (I posted my experience with them in the other thread I linked to which describes a similar problem). I am supposed to get a call back for further troubleshooting.

Airgetlam

I would suggest that, based on the posts in this thread, no one has followed @Ken_Griffiths suggestion to call Sonos Support directly to discuss it. Without hard data in a diagnostic, that only they can read, we’re all reduced to mere speculation. 

Bruce
C

I would also say that this thread is effectively not answered or solved because there are still many users who are experiencing flavors of the same problem.

 

The solution to the problem is currently to sign out of the device, force stop the app and then restart. Or you can reset the app from the app preferences and then go through the whole setup again and join an existing system. This will help you gain access to your devices again and get the app out of the loop of not recognizing any device even after you are signed out. It does not solve the problem of logging into the Sonos app and losing your system. The behavior and problem are replicable when you log into mysonos.

C

I'm experiencing the exact same problem as everyone here and I also have an Android app. The behavior is that whenever you log into Sonos account on my Sonos tab, it loses the connection to the system. Someone else above explained it well when they said that reading directory info from the server on Sonos conflicts with the local area network setup. The local experience is accurate while the logged in experience creates the problem. 

N
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I have had Beam2 for a week and have similar issues. Whenever I open the app I get the ‘cannot connect to devices’ message. I then go through the two step process of connection; first the search then the router reboot, which restores the connection. I switch off power at night so I have this process every day.

I spend most of today first on chat support then on telephone support and been left with an unresolved issue. The only observation in wrapping up with the tech guy was that my WiFi maybe “intermittant” and I would be better on a 5gH band. I am using 2.4 gH because my Android phone does not have dual band capacity. I checked the 2.4 gH Wifi signal afterwards and it is max: -40dbm! 

So it looks like I am left with a home cinema speaker for my TV which works fine, but no use of the Beam’s much mooted streaming capacity like Spotify.

 Just a bit miffed...

R
Userlevel 2
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Related topic (there is a Sonos person on that one so maybe a bit more viz): 

 

R
Userlevel 2
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Ah ha. I am not going crazy. I have the exact same problem. Tried on multiple different devices and it is eerily reproducible. I spent a few hours on chat with support *before* identifying that this is the issue (we were going round and round with my wifi setup, etc). It seems that somehow, when not logged in, the status of the system is gleaned from the local network (and works fine) but when logged in, it is gleaned from the account and there, all hell breaks loose. I tried removing ad blockers and what not to no avail (in particular, the sonos system “phones home” which I typically block but even allowing that does not fix this). I will be calling support tomorrow again to see what they have to say and mention that I am not the only one.

 

For me btw, it’s not always *all devices* that become unavailable. It’s a random combination of them. Sometimes I just see the sub, sometimes the arc and one of the surrounds, etc. It’s very very weird.

Airgetlam

Probably not, unless you’ve submitted a diagnostic, and called them. While the Forum moderators read this forum, Support does not. 

Bruce
J
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Same problem here (using android) 

With this bug I cannot be logged in and adjust audio settings or anything. 

Very frustrating. 

Tried my wife's phone (iPhone) and the same exact problem. 

Does Sonos support know that we are multiple people sharing this same problem? 

Jonas

U

I’m experiencing the same issue: did you solve it?
Thanks!

Airgetlam

So what did Sonos support say when you contacted them?

Bruce
D

I have a similar thing going on. Wherever I log in, I lose connection to my devices. Done the steps in here but still not fixed

Ken_Griffiths

If all the Sonos speakers ‘disappear’ every time you login into the App, and you are sure you do not have another Sonos account, it might be best to first try transferring your system (when all devices are visible in the App) to your known Sonos account credentials. See this link: 

https://support.sonos.com/en-us/article/transfer-your-sonos-system-to-a-new-account

If that does not fix things, then try a Sonos App reset in ‘Settings/App Preferences’ - that will log you out the App and reset it.. just slide the reset App off screen.

Next open the App and step through the opening screens and accept T&C’s and local network/bluetooth access etc. When, or if, prompted, let the App connect back to the ‘existing’ Sonos System on your network and sign back into the App and see if that resolves it for you… if not I suspect you may have accidentally created another Sonos account, or there maybe a problem with your existing account and so I would then perhaps contact the Sonos support staff via this link below, to perhaps resolve the matter with them:

https://support.sonos.com/s/contact

Hope the above helps you to get things sorted.

M

Ken,

As far as I know, I only have one account. When logging in using the same credentials as the app, I see all of my devices listed under Support.

Ken_Griffiths

Do you have more than one Sonos account?

What Sonos speakers etc; do you see in your Sonos account(s) online when you login with same credentials that you’re using in the App. I would just note the email address/password carefully, as they are case sensitive.

You can go here to check your list of devices under the ‘System’ tab when you login with same credentials:

https://www.sonos.com/myaccount/

 

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